Customer Service and Organisational Effectiveness

Treacys West County Hotel

1.

• The West County Hotel was originally built in Ennis by the Lynch family in the late 1960s.
• It was taken over by Waterford based Treacys Hotel Group in 2013.
• It remains one of the most popular, well established iconic hotels in Ennis.
• It fights off all competition from a number of hotels in the town by offering an excellent experience for families and business alike.
• Unlike other hotels which are within walking distance of the town, it has beautiful leisure centre which includes a fully equipped gym and a large swimming pool.

            www.clare-tour.com/accommodation/Lynch_West_County_Hotel/

2.

• The hotel has one large conference centre and four large board rooms targeting business and a variety of groups.
• The Family friendly hotel has 152 rooms with en-suite bathrooms and access to all amenities in the hotel and therefore attracts families from Ireland and abroad.
• There are excellent restaurants, a café and bar with bar food. The hotel, therefore, receives a large amount of business from local people who can have their needs met and enjoy the facilities of the hotel.
• https://treacyswestcounty.com/

3.

Advertising

• The hotel has an excellent website which is very easy to navigate and has its own Facebook page.
• It advertises in a number of magazines such as bridal and holiday magazines.
• Upcoming events are advertised weekly in the local papers (Clare Champion and Clare People) and local radio.

            https://www.facebook.com/TreacysWestCounty/    (see App. A)

Premises

• The building had a complete refurbishment in 2013.
• All fixtures and fittings are maintained to a very high standard.

Products and Services

• The hotel offers a range of different services which include a beautiful café and 2 restaurants.
• There is a leisure centre which includes a state of the art gym, aerobic centre and large swimming pool.
• The cost of a full membership is €350 per year which is quite expensive compared with other leisure centres.

Employees interaction

• Customer service standards are high from the receptionist through to the leisure centre staff although some waitresses are not as friendly as others.
• The bar and waiting staff in Boru’s Bar seem to be run off their feet during busy times. This, in turn, does not reflect well on management.

Management presentation

• The management and staff present themselves well with a stylish uniform for managers and staff alike.
• The housekeeping staff also wear a stylish uniform and are friendly towards the customers they meet.

4.

Positive and Negative impact of question 3

• All events, from afternoon tea dances to specialized concerts, yoga classes and workshops are advertised so as to reach all customers.
• The Clare Champion and Clare people newspapers, along with their current up to date website and Facebook page make for a positive impact on customers.
• There is a positive vibe in the hotel and this is mainly due to the friendliness and competency of the staff along with the wonderful facilities and proximity to the town centre.

• There is a negative impact on the customer when they see that the bar staff are overworked during busy periods and are unable to give the customer their full attention. Management will need to look into this and in turn take on extra staff at these times.
• The management should also compare the price of leisure centre memberships in the area and either offer extras to the customer or reduce their price of membership.

5.

Disability and Diversity

There are only 2 disabled bays close to the main entrance of the hotel. This is a very low number in relation to the size of the hotel and carpark in comparison to other hotels in the town.

On the positive side there are very good facilities within the hotel to accommodate wheelchairs e.g. lifts, wide doors, ramps and disabled toilets.

All nationalities are welcome although the hotel has been known to turn away a Traveller weddings.

Customer Service and Organisational Effectiveness

Parnell Medical Centre

1.

• Parnell Medical Centre was set up in Ennis in 2011 to cater for the needs of the growing town.
• Dr Conor Hanrahan, who was already established in the town, remained the only doctor operating from the building until 2014.
• He was then joined by Dr John Boyle, an English man, who had worked in the Elm Medical Centre on the Gort road in Ennis for a number of years.
• There is no competition between the surgeries as there is a shortage of doctors and the demand exceeds supply.

2.

• The surgery, and both doctors, cater to the needs of all patients registered with them.
• It provides the services of a nurse, who is on hand to deal with minor complaints, take blood, smear tests etc.
• There are 3 very caring and friendly receptionists.

3.

Advertising

• There is no official website for the Parnell Medical Centre although both doctors can be reviewed online.
• Advertising is not necessary as the demand for doctors’ services exceeds supply.

 (see App B)

Premises

• The premises are located on the first floor with a lift which can be accessed through the pharmacy below.
• Each doctor has its own separate waiting room.
• There is a child’s play area in one waiting room and a beautiful fish tank in the other.
• Both waiting rooms have easy access to the bathroom.
• The surgery looks clean and tidy and is painted on a regular basis.

Services

• Both doctors provide routine and urgent medical care, prescriptions and medical certificates.
• Medical card holders are welcome at the surgery.
• The Receptionists answer the phones, take appointments and write up all the paperwork for the doctors.
• There is a conveniently located pharmacy on the ground floor.

Employees Interaction

• All staff at the surgery seem to interact very well with the customers and also with each other.

• The receptionists greet all patients with a smile and are helpful and understanding.

Management presentation

• Dr Hanrahan always dresses in a suit whereas Dr Boyle is more casually dressed.

• Both are very clean and tidy and always use gloves when an examination is necessary.
• Hand sanitizers are constantly being used throughout the surgery by all staff members especially the doctors and the nurse.

4.

Positive and Negative impact of question 3.

• There is no official website for the Parnell Medical Centre so anyone looking for information on their services will be required to call in or phone the practice.
• The surgery does not take calls from 1pm – 2pm and this can be frustrating as it may be the only time some patients are able to phone.
• There are two separate waiting rooms so overcrowding is never a problem.
• The premises are kept neat and tidy and children are entertained while waiting, due to the large fish-tank and play area.
• The pharmacy on the ground floor is a major advantage.
• The staff in the surgery are polite, empathetic and friendly.
• The receptionists interact very well with each other and work efficiently in conjunction with the doctors.

5.

Disability and Diversity

• There are sufficient disabled bays in close proximity to the surgery as it is adjacent to the Parnell street car park.
• There is a lift which can fit a wheelchair.
• One of the waiting rooms is wheelchair friendly along with the bathroom.
• The surgery caters for all ethnic groups, including travellers, with no discrimination against anyone.

www.whatclinic.ie/doctors/ireland/county-clare/ennis/dr-dermot-boyle

www.whatclinic.ie/doctors/ireland/…/ennis/dr-conor-e-hanrahan

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